Maryville Integrated Care went from 40% missed calls to a 100% admit answer rate.

The organization

Maryville Integrated Care is the longest-operating nonprofit substance use treatment agency in New Jersey, with more than 75 years of service. They employ over 200 people, serve more than 9,000 New Jerseyans every year, and hold more than 30 contracts with 17 entities — including the New Jersey Division of Mental Health and Addiction Services, the New Jersey Department of Health, and multiple county partners.

They operate residential, detox, IOP, outpatient, MAT, and peer recovery services across multiple locations, including Williamstown, Vineland, and Pemberton (Post House). They accept Medicaid, sliding scale, and state-funded clients — populations most providers won't touch.

CARF-accredited, state-licensed, mission-driven, and serving the people who need treatment most.

The problem

Admissions was drowning.

Call volume into the admissions line was so heavy that the team was missing over 40% of calls every day. Every missed call is a person in crisis who may not call back, a referral source who picks a different provider, a family member who loses faith. For a nonprofit serving Medicaid and state-funded clients, every missed call has a real cost in lives, not just revenue.

But the deeper problem was what was inside that call volume. When the team dug into the data, more than 70% of calls hitting admissions were not actually about admissions. They were:

• •Medical records requests
• •Questions about group times and program schedules
• •Address and directions inquiries
• •Transfer requests for clinicians, counselors, and case managers
• •General questions from alumni, families, and community members

Admissions counselors — trained and licensed to assess and place clients into care — were spending most of their day routing calls and answering questions that had nothing to do with intake. The result was a brutal cycle. Admissions calls got missed. Non-admissions callers got bounced or stuck on hold and called back, which created more volume, which caused more missed admissions calls.

Off-the-shelf voice AI wasn't going to fix this. Maryville needed a partner.

What they needed

Maryville did not have a software engineering team to stand up a voice AI platform. They needed a managed solution that could meet the complexity of a real nonprofit with state contracts, multiple facilities, and a payer mix that includes Medicaid and grant funding.

Specifically:

• •A voice agent that could actually triage every type of caller, not just admissions
• •Smart routing across multiple programs, locations, and clinical roles
• •SMS follow-ups to callers requesting information, addresses, program details
• •Real-time transfers handled correctly the first time
• •Integrations into their existing workflow so nothing fell into a black hole
• •Automated reports emailed to leadership so they could see what was happening
• •HIPAA compliance and a BAA covering every layer of the stack
• •A real human team they could pick up the phone and talk to

What DIAL3D built

This was not a configure-and-walk-away deployment. DIAL3D worked alongside Maryville's leadership in a real-time, collaborative build — iterating daily on prompts, call flows, and edge cases pulled directly from recorded transcripts.

The solution included:

• ✓A unified admissions and front-door voice agent trained on Maryville's programs, locations, populations served, insurance acceptance, and clinical scope
• ✓Intelligent triage that separates true admissions calls from records requests, schedule questions, clinician transfers, and general inquiries — handling the simple ones directly and warm-transferring the rest to the correct destination
• ✓Automated SMS follow-ups to callers who request addresses, program information, group schedules, or anything else best delivered in writing
• ✓Custom routing rules by program, location, time of day, and call type, with after-hours coverage built in
• ✓Integrations into Maryville's existing systems so call data, dispositions, and follow-ups land where the team already works
• ✓Automated daily and weekly reports emailed to leadership covering call volume, answer rates, triage breakdown, and outcomes
• ✓HIPAA-compliant infrastructure with BAAs executed across telephony, transcription, LLM, and storage
• ✓Ongoing daily optimizations based on real call transcripts, with the DIAL3D team tuning prompts, routing, and voice behavior as new edge cases surface

The results

• +100% answer rate on admissions calls. Every person trying to get into treatment reaches someone, every time.
• +70%+ of non-admissions call volume offloaded from the admissions team. Records requests, schedule questions, clinician transfers, and general inquiries are now resolved or routed without ever interrupting a counselor.
• +Dramatically reduced repeat call volume because callers get their answer the first time — often via SMS — instead of being bounced around and calling back.
• +Admissions counselors back to doing admissions, with time and bandwidth to actually work the leads they have.
• +Leadership visibility into every call, every day, through automated reporting.

Why it worked

Maryville did not need a voice AI platform. They needed a partner who already speaks the language of behavioral health.

The team at DIAL3D brings combined decades of operational experience inside addiction treatment, admissions, clinical operations, call center management, marketing, and technology. We have sat in the admissions chair. We have built the dashboards leadership stares at every Monday morning. We have watched a missed call become a lost life, and we have watched a well-handled call become someone's first day clean. That perspective shapes every prompt, every routing decision, and every escalation path we build.

This is why the engagement with Maryville never looked like a typical software rollout. It looked like consulting. We sat with their admissions leadership, walked through real call recordings together, mapped out where the breakdowns were happening, and designed around the actual workflow — not a generic template. When a new edge case surfaced — a Medicaid eligibility question, a county-specific referral path, a clinical transfer protocol — we worked it through with the team in real time and pushed the change the same day.

DIAL3D is not a self-serve API. We deliver the full solution end to end — the integrations, the BAAs, the daily prompt tuning, the routing logic, the reports, the SMS workflows, and the human team behind it all. We treat every client like Maryville: real partnership, real consulting, real accountability, every day, for as long as you are our client.

That is the difference between buying voice AI infrastructure and getting a voice AI solution that actually understands the field it is deployed in.

Methodology: outcomes self-reported by Maryville Integrated Care's admissions leadership and verified against DIAL3D's internal call analytics dashboard. "Answer rate" measured against all inbound calls to the admissions line during business hours. "Non-admissions offload" measured against the volume of triaged calls that no longer require a counselor to participate. Full methodology available under NDA.